Compliance and Quality Assurance Specialist

Purpose

The Compliance and Quality Assurance (QA) Specialist ensures that all marketing and call center activities comply with applicable laws, regulations, company policies, and industry standards. This role involves evaluating customer interactions to maintain and improve quality standards, ensuring a positive customer experience, and identifying opportunities for process improvements.

Principal Duties and Responsibilities

Compliance Responsibilities:

• Stay up-to-date with relevant laws, regulations, and industry guidelines related to marketing and call center operations.
• Conduct regular audits of call scripts, marketing campaigns, and operational practices to ensure compliance.
• Identify and escalate potential compliance risks and recommend corrective actions.
• Collaborate with legal and compliance teams to ensure adherence to all regulatory requirements.

Quality Assurance Responsibilities:

• Monitor and evaluate inbound and outbound customer interactions for adherence to quality standards, policies, and procedures.
• Develop and maintain QA scoring guidelines.
• Provide constructive feedback to agents to improve performance.
• Analyze trends in QA evaluations to identify training needs and process improvement opportunities.

General Responsibilities:

• Perform duties in compliance with company policies, business code of ethics, FLSA regulations, and all applicable laws.
• Ensure confidentiality, reliability, quality, and productivity in all work.
• Handle all other duties as required.

Job Requirements

Education, Training, and Experience:

• High school diploma required; some college preferred.
• High proficiency in Microsoft Office applications, with strong skills in MS Excel.
• Experience in the hotel/timeshare industry is a plus.
• Previous experience with a CRM system preferred; Salesforce.com experience is a plus.
• Strategic mindset with problem-solving skills to craft win/win solutions.
• SET SCHEDULE- 12:30-9:00 AND 10:30-7:00PM

Skills, Knowledge, and Abilities:

• Ability to work both independently and in a team environment.
• Strong organizational skills with the ability to multi-task and prioritize effectively.
• High attention to detail and accuracy.
• Technically savvy, with the ability to quickly learn and navigate multiple systems.
• Willingness to become the subject matter expert on the CRM platform.
• Ability to work in a fast-paced office environment.
• Excellent communication skills and professional demeanor.
• Flexible schedule – ability to work weekends, evenings, and holidays as needed.

Must be 18 years of age and able to pass a full background check